Knowledge Base Software and Documentation Management - Helprace

What makes a knowledge base so important in customer service? Well, if you have an internet presence, your answers need to be present too. Since you can get contacted at any time, you need a collection of answers that you can present right that minute.

Aside from offering multiple channels, such as issue tracking for customers to reach you, a Helprace knowledge base provides your customers with a way to solve their own problems before they feel compelled to contact support. To understand the engagement power of a Helprace knowledge base, let’s look at all the benefits a well-designed document management system can offer you.

The convenience of answers with knowledge base management

Ever been on a well-designed user manual, wiki software, document depository or maybe a help docs authoring software? It has many names, but it has a pivotal role in answering customer problems and giving them quick and useful solutions whenever they need them.

While anonymous users are not participating in the knowledge generation process, they are observing and consuming content and considering becoming become paying customers.

Gather hidden feedback with your knowledge base software

Even if you build an awesome new document depository, you need to make maximum use of every user interaction. Users can easily log to your self-service portal and engage in all aspects of your docs site. These users can become brand advocates if they are pleased with your documentation.

Your customer service team also plays an important role as front-men of your company. In addition to dealing with customer requests, they can also publish knowledge base articles and moderate them. They can collaborate together on customer service documentation (and publishing it at a later date).

A productive knowledge base that works with you

The Helprace documentation system is designed for you first and foremost. You can set your articles in desired spaces (sites, departments, products), categories and even order you want.

The best knowledge software allows you to show customers the most common problems (as part of questions & answers site) or allows you to see the most related articles when submitting a request. Agents also have content management tools at their disposal. While working on a ticket, you can insert links to your knowledge base through contextual suggestions. Customize the text and select your article right there and then. Link between articles the same way.

How do you create the best knowledge base with Helprace?

As a company owner, you have bird’s eye view of the direction your company is going, as well as an intimate look into customer activity - using your activity manager and moderation in the admin panel.

Ensure you build your document library for you users first and foremost. Understand what content you want users to see first, how that content is connecting with the audience, whether they find that article as “useful or not useful”, whether they leave (or you enable) comments. You can also see any participation for your knowledge base in the sidebar, in the ticket you’re working on and in the user profile. Need to vote or post on behalf of someone else? Do it simply, quickly and with ease.

Some final words about the Helprace knowledge base

We know that not all companies are the same. They span multiple countries, they grow and evolve over time. Some speak other languages, some need a specific design, some want other access options. That’s why we designed a system to be a custom-fit for any application. Regardless of what you’re looking for, we are confident that Helprace is the first and last knowledge base software you’ll ever need.

Have an existing document depository that you need to import? you can import articles with an API and with an easy and intuitive content management system and editor in place. So what are you waiting for?

Give Helprace a try and find out firsthand the benefits of engaging your customers in the way your company progresses. Get insight into your user base in order to fine-tune your marketing strategy. The benefits of a dedicated self-service, knowledge management and help desk software from Helpdesk are simply endless.